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AIBU?

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Original poster

To ask my client why she no longer wants my business?

38 replies

Hamsterpantz · 22/09/2018 16:13

I'm a dog walker and have walked a lady's dog for some time.

All seemed fine and she mentioned, before the summer holidays, that she would not need me over hols (her kids were home to walk dog).

She did say she would need me from September.

I did not hear from her, but have found out she has hired another (more expensive!) walker.

It's her prerogative, obviously, but she has neither let me know nor given me an explanation.

The other walker and I offer identical services.

I honestly can't think why this has happened and am worried I have, inadvertently, upset her.

I don't know whether I should just ask her? Is there any point or will it just be awkward?

OP posts:
JacquesHammer · 22/09/2018 16:16

Don’t ask. It’s business. Clients come and go.

Don’t give it a second thought.

IfIWasABirdIdFlyIn2ACeilingFan · 22/09/2018 16:17

The other walker could be a friend and doing her mates rates.

Dont ask. It’s unprofessional.

Mc180768 · 22/09/2018 16:25

I agree with PPs. Don't ask, move on and concentrate on your existing and any possible forthcoming clients.

PinkHeart5914 · 22/09/2018 16:32

Maybe the other is a good friend of hers or realated to her in some way?

Maybe she just wanted to use someone different?

Don’t ask, it’s just business 🤷🏻‍♀️

Alpacanorange · 22/09/2018 16:33

Business is business, move on.

teaandtoast · 22/09/2018 16:34

Could be a good kick to review your website/leaflets, though?

  • Do they need refreshing?
  • Are other dog walkers in the area offering different things/better times/cheaper rates? (I know you said this one wasn't.)
  • Is it at least as easy to book you as other walkers?
  • Could you offer a slightly discounted rate for long term clients/a free walk every x months?

But don't ask this client. She may come back to you in time and you don't want any awkwardness.

JensenElephant · 22/09/2018 16:54

Loads of reasons- made she doesn't like the other dogs that you walk with?

Maybe the other walker has a dog that her dog likes and knows?

Seniorcitizen1 · 22/09/2018 17:42

Of course you should ask - client feedback is very important. When I bid for work and don’t get it I always ask for feedback, both positive and feedback - how else are you to improve your services. Seeking feedback is highly professional.

Aquamarine1029 · 22/09/2018 18:14

Anyone telling not to ask is 100% wrong and has clearly never run their own business. Not professional to ask?? It's unprofessional NOT to ask. Client feedback is critical in running any successful enterprise. So long as you ask nicely and without a whiff of defensiveness, you need to find out what turned the tide. Tell her how much you enjoyed serving her, and you're simply concerned that you inadvertently did something to upset her. Tell her how grateful you are for her honesty and consideration. That is EXACTLY what a professional would do.

JacquesHammer · 22/09/2018 18:23

Anyone telling not to ask is 100% wrong and has clearly never run their own business

I do. Very successfully. If a client makes a choice to use someone else you don’t waste headspace, time and therefore money pursuing that.

I ALWAYS ask for feedback at the end of a service. Whether they re-book again is incidental to that.

Original poster
Hamsterpantz · 22/09/2018 19:11

Thanks all - appreciate all your responses.

I am a bit concerned because I have walked this client's dog for years and have nothing but happy feedback.

Obviously, it is a bit worrying that she has dropped me without explanation or warning.

I had kept a space open for her dog, so it bothers me that she has not contacted me,

If she has a reason why she has dropped me, then I wish she would tell me what the problem is.

I also worry that she might pass negative feedback to other current or potential clients...

I'm going to leave it for now.

Thanks again - very useful to hear your views.

OP posts:
trojanpony · 23/09/2018 08:42

Anyone telling not to ask is 100% wrong and has clearly never run their own business. Not professional to ask?? It's unprofessional NOT to ask. Client feedback is critical in running any successful enterprise. So long as you ask nicely and without a whiff of defensiveness, you need to find out what turned the tide. Tell her how much you enjoyed serving her, and you're simply concerned that you inadvertently did something to upset her. Tell her how grateful you are for her honesty and consideration. That is EXACTLY what a professional would do.

Feedback is very useful I think the key point is to be undefensive / neutral when you seek the feedback - she’ll likely be uncomfortable but there probably is a valid reason

DontCallMeCharlotte · 23/09/2018 08:51

A local hairdresser I'd been to a couple of times about two years ago rang me recently to ask why I hadn't been back. Absolute credit to them for being proactive but I found it quite embarrassing and didn't really tell them the truth anyway (because I would have sounded like a wanker).

Original poster
Hamsterpantz · 23/09/2018 17:59

Thanks Trojan - I think will leave it, because it will be awkward and I might not get the truth...

I've run this business for 13 years and never had it happen...

OP posts:
Original poster
Hamsterpantz · 23/09/2018 18:00

Don't oh my, that must have been embarrassing! Talk about putting you on the spot!

OP posts:
Marie0 · 23/09/2018 18:01

NO do not ask her - it will make you look desperate!

Lavender081517 · 23/09/2018 20:55

Why not just send a reminder....basically saying hi it's September and I have a space available would you stop require my services etc....
See what she says

MrsOprah · 24/09/2018 05:59

Maybe completely innocent. I like to try different services to see how others do things and how they compare. I use different tradesmen, if the first did an ok job, I'll still try the next, just to see if it goes from ok to excellent. I've used the same 'just ok' plumber repeatedly, almost cos 'better the devil you know'.

But for garages for the car, I've used 3 different ones, then eventually returned to tbe most expensive.

I'd ask for feedback. Ask by text so she's not put on the spor?

flumpybear · 24/09/2018 06:35

Difficult one, is perhaps send her an email or lettter statin you've not heard from her and you're holding her place and could she get back to you with whether she wants to keep the slot but also put a feedback form attached to a form say with yes please from xxx date or no longer require services - that way it's not confrontational but she realises you've kept her space

flowery · 24/09/2018 06:40

If you’ve “found out” she’s using an alternative that presumably means she’s not actually told you. So there is a perfectly natural way of getting in touch without seeming desperate. As you say, you’ve held a space open. Perfectly legitimate to contact her in that case.

AddictedToTea · 24/09/2018 06:51

I have a lovely dog walker that my dog loves but there are two very minor things that sometimes make me consider changing 1) not always cleaning my dog’s feet enough when she drops him off meaning muddy paw prints everywhere on some days and 2) being too casual with her walk times. Sometimes the dog is on a walk when I get home from work at 3pm meaning he’s been alone for hours before that. Most of the time she does a great job but could you be doing something similar? Just minor little irritants that have turned into a major one?

AddictedToTea · 24/09/2018 06:57

I agree with others about sending a text message about the space you’ve held and asking her to let you know if she still needs it. To my shame, I really like it when my dog walker is really positive about my dog. When I ask her to do the odd extra walk she’ll reply with ‘Of course! Love spending time with the old boy”’(or similar) Might a message along those lines work. E.g. “The pack are really missing Rover on their lunch time walks. Will he be joining us again soon? We’ve kept his space open.”

Original poster
Hamsterpantz · 24/09/2018 17:17

Thanks all - yes, I found out when the new dog walker (a friend of mine) texted me to say she had taken the dog on and wondered why I had "decided not to walk her anymore".

I told her that I had been asked (by owner) to walk her in September and had not been told that I was no longer needed...

OP posts:
Original poster
Hamsterpantz · 24/09/2018 17:22

Addicted - that doesn't sound good, tbh.

My walks never start later than 12.30 - 1 and it isn't on to leave a dog for hours.

The muddy paw prints are not good either - do you leave a towel out for the walker to wipe muddy paws?

I think, if any of my clients had a single concern about my work, I really would prefer it if they told me...

OP posts:
Electrascoffee · 24/09/2018 17:22

Definitely don't ask her. There are many many reasons why she might have changed - it doesn't mean that you're bad at your job.

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